EE Website/account issues

[Liz_02]

Good evening,

For the past few weeks, I have been having issues trying to fully access my EE account, on two different laptops and my mobile. I am able to log in, but then experience problems accessing anything else. I just keep getting various error messages. Last weekend I wanted to upgrade my broadband as my contract is shortly ending, however,  I  was not able to manage the upgrade online, due to the issue,  so I rang sales and everything was sorted out via a call.

I am currently trying once again to access my account to check the order and status and once again I just keep getting various error messages.

I know I am not the only once experiencing these issues, as I have seen a few posts stating similar problems. 

Has anyone got any ideas to help me resolve the issue?

Thank you.

[Katie_B]

Hi @Liz_02. 

Thanks for coming here. 

It's great to hear that our sales team were able to help and get your broadband upgraded.

What error messages are you seeing?

When speaking with the team did you notify them of the errors you are seeing online?

Katie

[Liz_02]

Morning Katie,

I did mention to the salesperson, that I am having difficulties, and nothing else was really mentioned.

The error messages mostly are: 

 

 

Can you please advise what my next steps should be in order to resolve this issue. 

Regards.

[Katie_B]

Thanks for getting back to me and providing a screenshot of the error you are seeing @Liz_02. 

I'd recommend giving our technical care team a call who can refresh your account. If this does not resolve the problem, they can then raise a ticket for this to be looked into further. 

Katie

[Liz_02]

Hi Katie,

Many thanks, i will call the technical care team, shortly.

Have a good day.

Regards

[Katie_B]

Be sure to keep us updated here on the community @Liz_02. 

Have a lovely day, 

Katie

[Liz_02]

Good evening,

Update.

Still not able to access App or my account. I am able to log in see my profile, but that's about it.

I have very recently upgraded to full fibre and would like to utilise the App, as its part of the service I am currently paying for.

I Spoke to EE yesterday, who said they would transfer my call to the tech team, they came back to me and said tech team are not taking calls, as its a known issue...and would be sorted out soon.

However, that's what EE have been saying to me for weeks and people have been posting on here for months about the issues.

May I ask has anyone been able to get their issues with the App or account sorted, or do we just have to wait until they sort out a fix, which currently seems to have a very long timeline.

Can anyone please assist.

Regards.

[pakmeisteve]

I am having same problems. Was told this morning by technical it should be resolved this week or maybe next week

[pakmeisteve]

Was this resolved for you and if so how

[Liz_02]

Hello,

Yes, my issue with not being able to access my account has been resolved. I rang customer services again, who eventually put me through to the tech dept, who managed to sort out the issue. If I recall correctly (it was a while ago the issue was fixed) I had to sign up using another email address. They explained that legacy EE customers were experiencing this problem, as we were existing customers before the 'new EE' our account's were still on the 'old system' therefore, unfortunately we were not able to utilised our accounts, until this change was made.

Its been working fine for me now.

Regards.